Hi Team,

I am raising this idea on behalf of Ankur Dhar and team from EY Global

Scenario

Customer is using Dynamics 365 with duplicate detection rules configured to prevent creation of contacts that have the same email address. When users create contacts directly within Dynamics 365, the duplicate detection rules are enforced, and users receive a warning that the contact already exists. However, when users create contacts through Copilot for Sales (Sales Agent) in the Outlook add-in, duplicate detection rules are not enforced, and duplicate contacts are created successfully. The Product Engineering team has confirmed that this behavior is currently by design, and duplicate detection is not natively supported during contact creation through Copilot for Sales.

Expected behavior

Copilot for Sales should honor existing Dynamics 365 duplicate detection rules when creating contacts and prevent duplicate records from being created. Users should receive an error or warning message indicating that the contact already exists, similar to the behavior experienced in the Dynamics 365 user interface.

Actual result

Currently: Contacts with the same email address can be created successfully through Copilot for Sales (Outlook add-in) without any duplicate validation, even though duplicate detection rules are enabled and working correctly in Dynamics 365. Product Engineering has confirmed that duplicate detection enforcement is not currently supported for contact creation through Copilot for Sales.

Ask

Please consider enhancing Copilot for Sales to support Dynamics 365 duplicate detection rules during contact creation. This enhancement would ensure consistent behavior across Dynamics 365 and Copilot for Sales, help maintain data quality, prevent duplicate customer records, and reduce manual cleanup efforts for organizations relying on CRM data integrity. The customer has indicated that the absence of duplicate detection across different user interface channels significantly impacts CRM effectiveness and business operations.